Contact Us

Delivery

Q - How do I track my order?

A - Please log into your account, go to 'My Orders' and click your consignment number for tracking information.

Q - When will my order be delivered?

A - Our couriers deliver Monday – Friday, 7.30am – 6pm. (although some of our carriers may deliver slightly earlier or later). Saturday, Sunday and any Bank Holidays are not working days therefore are not included within the delivery timeframe (unless Saturday delivery is specifically selected).

*Delivery period = parcel transit time + order preparation time

*We cannot guarantee delivery within our usual given timescales to a small number of remote rural areas. Please see our delivery page for a full list of the postcodes affected.

Q - Can I cancel or amend my order?

A - Once your order has been placed, it is generally too late to adjust items within your order, make changes to your delivery address or cancel your order, as your order will have been sent to the warehouse almost immediately. If you still would like to attempt to make a change, please call us on 0800 316 8812 – Please do not email with these requests as we will be able to take action quicker via a telephone call.

Q - Where do you ship?

A - Route One now ship to most countries in Europe. To see if we ship to your country please click here.

Q - I haven’t received my order, how long should I wait?

A - Depending on the delivery option you selected you should allow up to 10 working days for your parcel to be delivered, if your parcel has not been delivered by this time please contact us as soon as possible and we will look into it.

Exchanges, Returns & Refunds

Q - How do I return an item?

A - If you require to send back an item you have ordered, please return it with a completed returns form requesting an exchange or refund. Full instructions are on the returns form and our returns page. Customers are responsible for the cost of returning items to us unless your order was cancelled under the UK Distance Selling Regulations, or if the order was faulty or incorrect.

Ordering

Q - How do I update my account information?

A - You can do this by going into 'My Account' on our website where you can edit your details such as your address, telephone number and email address. Unfortunately, you cannot update any order details once an order has been placed.

Q - How soon will you reply to my email?

A - We aim to reply to all emails within 48hrs. Weekends and bank holidays can cause slight delay.

Q - What if I find a price discrepancy?

A - As the catalogue is printed well in advance of its distribution, discrepancies do unfortunately occur. The price on our website is current and up-to-date therefore will be the price that you will be charged. We strive to minimise any alterations and apologise for any inconvenience caused.

Q - How do I process my complaint?

A - Please email any complaints to help@routeone.co.uk and we will get back to you as soon as we can.

Q - What are cookies?

A - Please click here to answer all of your questions on cookies and the new European cookie laws.

Q - Why can’t I add an item to my bag?

A - If you can’t add an item to your bag, or there is no option to, it usually means this product is out of stock. You may be viewing an old, cached version of our website. Try clearing your browser cache, or logging directly on to www.routeone.co.uk and searching for your item in our search bar – if it doesn’t show up in the results, then unfortunately we have sold out.

Q - Why is the no 'Add to Bag' button?

A - If you are searching for an item through Google, you may see old links to products that are no longer available. Please go to our website www.routeone.co.uk directly to ensure you are getting up to date product lists.

Q - How do I request the latest Route One catalogue?

A - Please request your catalogue here and we will get one out to you straight away.

Q - How do I get some Route One Stickers?

A - Want some Route One stickers to decorate your life? Please email us with your address and we can pop some in the post to you.

Website

Q - What can I do if something is wrong with my order?

A - We are really sorry if we have made a mistake. If we have sent you an incorrect item, please return it following the standard returns procedure and we can then resolve the error. We will of course refund your return postage costs, if there was an error on our part. If you need further information on this, please call us on 0800 316 8812.

Q - An item is Out Of Stock

A - If you have ordered an item and it now appears to be out of stock, you may have ordered the last one. If any stock errors occur, we will contact you via phone or email to inform you of this and offer an exchange or refund. If you have received an Out Of Stock letter with the rest of your order, please let us know how you would like to proceed.

Q - Restock of items/you don’t have my size?

A – If there was an item that is no longer showing on our website, this means that the item is no longer available as it has become out of stock. If you would like to check the stock availability of an item please call us on 0800 316 8812. Unfortunately most sale items are generally not restocked.

Q - Will I be charged VAT?

A - If you reside in the Channel Islands, VAT will not be charged to your order as long as Jersey or Guernsey is selected as your billing country.

Q - How do I cancel an order?

A - Call our Customer Service Team ASAP on 0800 316 8812 who will attempt to stop the order before being despatched. This however, is not a guarantee, as your order may have progressed too far within the system to stop it.

Unfortunately you cannot cancel your order online. If your order has been despatched you can still cancel your order in compliance with the Consumer Protection Regulations. For further details see our Terms and Conditions.

Q - I haven’t received a confirmation email?

A - You should always receive a confirmation email once your order has completed, followed by a dispatch email once the order has left us. If you do not receive these emails, check your account information to ensure the correct email address has been inputted, also check your junk/spam filter to ensure it hasn't been picked up by either.

Q - What is ‘Pending transaction’?

A - When placing an order with a debit/credit card, a request is sent to the bank to ensure the account has sufficient funds available. The bank then places a temporary hold on the funds whilst the transaction is authorised and security checks are performed, allowing the merchant to collect those funds at a later date at the point of dispatch. If for any reason the pending transaction fails these checks, Route One will decline the transaction, and the bank will release these funds. These holds have an expiration date of 3-5 business days, depending on the banks policy.

Q - Why is my order not going through?

A - Our system is character sensitive and an order will decline if there are any letters or symbols in the incorrect boxes for your address details. E.g. A ‘+’ symbol cannot be added in front of your phone number, and if you are leaving a line blank please do not fill it with symbols such as / or --. A - Please ensure that your billing address matches the address that your card is registered to. You can change the delivery address at the checkout.

Q - Why is my order in status ‘Held or Suspected Fraud?’

A - Held - If there is a problem with your order or we need to contact you regarding your order then you may see the status ‘Hold’. We will have e-mailed or tried to get in touch with you and are awaiting your response. A – Suspected fraud – Every order will go through security checks before it is accepted and sometimes an order may be considered high risk and put into the status ‘Suspected fraud’ The order will then be checked by our fraud auditor and either accepted or cancelled depending on the outcome. These checks can take up to 48 hours to complete so if your order is delayed because of this, we will contact you to inform you and will refund any delivery cost you have paid.

Q - Why didn’t I get my free grip or hardware pack?

A - If you are entitled to free griptape or a free hardware pack then either/both will automatically add to your basket with the cost deducted upon adding the qualifying products.

Q - Will I get free grip tape with my order?

A - When you order any deck, you are eligble to recive a free grip tape or a discounted premium grip tape. When you add a deck to your bag you will be directed to a page to allow you to make your selection of the available grip tapes. You will also be able to choose if you would like the tape to be applied by our team or just included in the parcel for you to apply at home. If you require more than one sheet, you will have to add any extras to your bag and pay for them. If you have qualified for the FREE Hardware Pack it will also be automatically added to your basket (The cost will be deducted) - The hardware pack includes bolts and bearings.

Q - What if I have a faulty/snapped skateboard?

A - We will only accept an item as faulty if there is a manufacturing fault. This does not include decks damaged due to skating error. Most snapped decks occur when a trick is landed incorrectly or if your feet are not positioned over the trucks. We cannot take responsibility for any damage caused in this manner.

If you think your deck has a manufacturing fault, we would recommend emailing us photos before returning it, as we are able to assess many boards through this process and avoid sending it back unnecessarily.

We will only process the exchange or refund if we deem the item as faulty.

Q - Do I need Grip tape?

A - Thye short answer is yes. Grip tape provide friction to help your shoes grip the board and will also protect the top of the board. Our completes come with Grip Time applied already. If you are buying a deck, you will receive a choice of FREE grip tapes and given the chance to upgrade to one of our premium grip tapes. After you have selected it you can choose for one of our team to apply it for you or it will be included in the parcel.

Q - Do I need 1 or 2 trucks?

A - All trucks are sold in pairs, you will only need to add one set of trucks to your basket